Tina Swindell
Kennedale,TX
Summary
Dynamic and results-driven Collections Professional with over 13 years of experience in the Financial Services sector. Expertise in loan servicing within the auto industry, specializing in late-stage collections, loss mitigation, and team leadership. Adept at management, mentoring, coaching, conflict resolution, and improving operational efficiencies. Passionate about professional growth and fostering a high-performing team environment.
Overview
14
14
years of professional experience
Work History
Loan Advisor
Dignifi
Fort Worth, TX
04.2025 - Current
- Contact customers and execute collection calls within a high-volume, goal-driven environment.
- Provide customer service and resolve collection-related inquiries via phone and email, including payment processing, account adjustments, and discrepancy resolution.
- Monitor and manage assigned accounts, ensuring accurate record-keeping of customer interactions, adjustments, and reconciliations to minimize delinquencies.
- Collaborate with the sales department to address customer account concerns and facilitate resolutions.
- Maintain and update customer demographic information with precision.
- Establish and administer repayment plans, processing payments securely via credit card and electronic check (ACH).
- Utilize skip tracing techniques to locate and contact customers.
Loan Servicing Supervisor
Flagship Credit Acceptance
Irving, TX
01.2023 - 03.2025
- Coach and develop a high-performing team of collections professionals through hiring, training, and mentorship.
- Oversaw new hire development during their Nesting Period to ensure seamless integration.
- Resolved employee conflicts while promoting a positive and motivated work environment.
- Delegated assignments, tracked team progress, and implemented strategies for operational improvement.
- Conducted daily performance evaluations through reporting and coaching to enhance efficiency.
- Assisted Directors with operational oversight, increasing team retention and productivity.
- Monitored and evaluated customer calls weekly, providing constructive feedback for continuous improvement.
Loan Servicing Representative (Late Stage)
Flagship Credit Acceptance
Irving, TX
09.2018 - 01.2023
- Managed delinquent loan accounts, negotiating payment arrangements while delivering world-class customer service.
- Assisted customers in understanding payment obligations and advised on potential consequences of delinquency.
- Ensured compliance with collections policies and regulatory procedures.
- Facilitated repossession processes for non-payment accounts and coordinated with external vendors for unit retrieval.
Loan Servicing Representative (Early Stage)
Flagship Credit Acceptance
Irving, TX
03.2014 - 09.2018
- Handled 150-200 calls via auto-dialer and manual dial to assist customers with delinquent payments.
- Managed an assigned portfolio of accounts, ensuring on-time payments by month-end.
- Established payment plans, deferments, and modifications to assist customers.
- Maintained accurate account records, processing payments through Speedpay.
Early-Stage Collections Representative
Chase Mortgage
Irving, TX
02.2012 - 08.2014
- Contacted customers regarding delinquent mortgage payments, providing solutions to avoid foreclosure.
- Scheduled payments and maintained accurate account updates.
- Assisted customers in applying for loan modifications to prevent financial hardship.
Education
Business Administration -
TOUGALOO COLLEGE
01.1987
Skills
- Leadership & Team Building
- Employee Training & Development
- Customer Service Excellence
- Late-Stage Collections & Loss Mitigation
- Negotiation & Conflict Resolution
- Regulatory Compliance & Risk Management
- Financial & Data Analysis
- Loan Servicing Software Proficiency
- Problem-Solving & Decision-Making
- Process Optimization & Reporting
Awards
Employee of the Month, Flagship Credit Acceptance, 01/01/15
Timeline
Loan Advisor
Dignifi
04.2025 - Current
Loan Servicing Supervisor
Flagship Credit Acceptance
01.2023 - 03.2025
Loan Servicing Representative (Late Stage)
Flagship Credit Acceptance
09.2018 - 01.2023
Loan Servicing Representative (Early Stage)
Flagship Credit Acceptance
03.2014 - 09.2018
Early-Stage Collections Representative
Chase Mortgage
02.2012 - 08.2014
Business Administration -
TOUGALOO COLLEGE